COVID-19 Health & Safety - DelSuites Update

Our Top Priority – Our Guests : COVID-19 DelSuites Update

The health and safety and well-being of our customers, employees and associates is always our highest priority. We recognize that these are unprecedented times and want to re-iterate our commitment to service and safety in this challenging period. Our mission “to provide exceptional accommodations and service through innovation, teamwork and integrity” is at the core of all our efforts, as we face this challenge of responding to the COVID-19 pandemic.

Your Travel Flexibility

We remain committed to offering you the utmost flexibility. In light of these circumstances, we have made additional adjustments to our booking policies to give you peace of mind.

Effective immediately until June 30th, 2020:

New Reservations: Any new reservation booked directly through DelSuites can be cancelled any time prior to arrival without penalty.

Existing Reservations: For in-house reservations booked directly through DelSuites, guests’ can depart sooner than their scheduled departure date by providing only 2 days’ notice, instead of the standard 14 days’ notice.
(Note: The 13% HST (Harmonized Sales Tax) will be added to any reservations that fall below 30 nights as a result of a departure date change).

Third-Party Reservations: Please contact the third party directly to inquire about their cancellation and change policy.

Your Travel Safety:

Safeguarding the health and well-being of our guests and staff remains a priority to DelSuites. We continue to closely monitor information from all levels of government, Toronto Public Health agencies and WHO's guidance for the latest COVD-19 updates and guidelines. We are reinforcing their recommendations on the appropriate health and safety specifications, and with heightened awareness, incorporating enhanced measures on hygiene and cleaning into our day-to-day operations. We will continue to navigate this situation with agility and transparency as new information is made available.

During your Stay – What to Expect

We take standards for hygiene and cleanliness very seriously and are taking additional steps to ensure the safety of our guests and associates. Our safety measures are designed to address a broad spectrum of viruses, including COVID-19, and include everything from handwashing hygiene to guest suite cleaning procedures.

Wash your hands often with soap and water or use an alcohol-based hand sanitizer.

Avoid touching your eyes, nose, and mouth with unwashed hands.

Avoid close contact with people who are ill.

Stay home when you are ill. Cancel your scheduled cleaning until you are well.

Cover your cough or sneeze with a tissue, then immediately throw the tissue in the garbage and wash your hands. If you don’t have a tissue, sneeze or cough into your sleeve or arm.

Clean and disinfect frequently touched objects and surfaces.

Find out how to protect yourself, what to do if you’re sick after you travel, and how to recognize possible symptoms at Toronto Public Health. In the event you develop any of the symptoms as outlined by Public Health such as fever, cough, sore throat, headache and difficulty breathing AND have recently travelled internationally, call Telehealth Ontario at 1-866-797-0000.

If you have questions about an upcoming reservation, our team is available by phone at 416.296.8838, email at info@delsuites.com or live chat.

These are unprecedented and trying times, and we wish to thank you for your understanding and support. Please stay healthy, and we look forward to serving you and welcoming you with open doors.

1270 Craigleith Road

Guest Service Directory

It is our pleasure to welcome you to DelSuites at Element. We are honoured that you have selected DelSuites as your Home away from Home. Our professional and friendly team is committed to ensuring your stay is both comfortable and enjoyable. During your stay you can expect to receive timely and exceptional service. If you have any questions or concerns during your stay, we invite you to contact your Guest Services Representative immediately so we can resolve it quickly and efficiently. Enjoy your stay!

After hours emergency call

Housekeeping

Housekeeping

Housekeeping is provided once every other week unless otherwise noted in your Accommodations Agreement and your scheduled day is listed on your Welcome Letter. We will remove any garbage/recycling, make the beds with fresh linen, replace towels, dust, sweep, vacuum and mop the floors. We will also replenish your supply of bathroom and facial tissue and garbage bin bags on housekeeping day, throughout your stay.

Our bi-weekly cleaning is intended to help our guests maintain the house. Dish washing, daily garbage/recycling removal and personal laundry are the Guest's responsibility. Please clean spills in the kitchen as they happen. Adjust stove/oven temperatures to prevent spill over. If your home has a ceramic stove top, please wait until the stove cools and immediately wipe up any spills. Use the overhead hood fan when cooking. Open a window if cooking heavily aromatic foods. Wash dishes and cookware regularly to avoid food build up and replacement.

Contact your DelSuites representative with any extra or special cleaning requests or concerns. Deep cleanings will be scheduled for our longer stay guests (3 months or more).

Please note that if you have arrived the day before or are departing the day after a scheduled suite cleaning, you will NOT be receiving service.

The following linens are replaced once bi-weekly, when used:

- bed sheets and pillowcases

- bathroom towels

- kitchen tea towels and dish cloths

- table napkins and place mats if required

- sofa bed package if required.

If you need to wash the above items between housekeeping days, please take care to wash whites with whites only to prevent discolouration and damage.

We also ask that you not use DelSuites linens for cleaning purposes. Any stains or damage to the linens caused by the guest will have charges applied.

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Personal Items

Personal Items

We may move items on counter and table tops to allow for proper cleaning. As such, your items may not end up in the exact same spot. If your bathroom has a medicine cabinet or drawers, we would suggest that you place personal toiletries there.

To facilitate linens changes, vacuuming and dusting, please note, Housekeeping will not handle any personal items. If there are too many items or items of a delicate nature, they will not clean the surfaces beneath. Fresh linens will be left behind for you to replace.

Guest Services will reach out to you if there is ever a concern.

Please advise DelSuites if you are using your own linens. We promise to do our best to ensure we do not take your linens when we clean but mistakes can happen.

We may place any food or drink debris in the garbage. If there is a food item you prefer to keep on the counter, such as fruit, please place it in a container or store it in a cupboard on cleaning day, to avoid confusion.

If we are uncertain, we will not touch the items and a member of the Guest Services Team will reach out to you

If you have a specific question about our housekeeping approach, please contact us

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Maintenance

Maintenance

We have listed some preventative maintenance items to be aware of in order to avoid damage to the home that could be deemed your responsibility.

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Climate Control

Climate Control

Heating and air conditioning are self-controlled from the thermostat conveniently located in your house. The recommended temperature settings are a minimum of 65 degrees for cooling and a maximum of 75 degrees for heating. Please keep the windows closed when operating the heating and cooling unit.

Thermostats are to be set to AUTO. If the fan runs continuously on a lowered setting, there is a risk of freezing in the coils. It can cost upwards of $1500 for repair.

In the colder months, there is a chance of condensation forming around the windows if the suite is kept too warm. Here are some helpful tips to minimize the condensation and any possible damage in the unit:

When cooking turn on the exhaust fan above the stove.

When taking a bath or shower turn on the exhaust fan in the washroom.

If the condensation is quite bad we suggest running the exhaust fan for a few hours.

Slightly open the window or door for 5-10 minutes to let outside air circulate inside the suite but be sure to close after the 5-10 minutes.

If you have humidifiers please try to avoid using these during extreme cold weather as it increases the amount of condensation.

If you have any problems with your heat or A/C, please contact your Guest Services Representative.

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Appliances

Appliances

Please do not leave the stove unattended when cooking. Clean spills as they happen. Do not leave the home when the dishwasher or washing machine is in operation. Watch for and report any leaks immediately. Use the appropriate soap for the dishwasher and washing machines. We have left a small start-up supply of dishwashing liquid and dishwasher deteregent. Using the incorrect soap can cause the machines to overflow and leak. It is very important to clean the lint trap inside the dryer after each use as this can be a fire hazard. The lint trap can be found on the inside at the front of the machine.

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Energy Conservation

Energy Conservation

We ask that you turn off lights and the televisions when not in use or if you leave the home. Additional charges could apply for higher than average consumption of electricity.

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Garbage and Recycling

Garbage and Recycling

Housekeeping will remove the garbage and recycling on your scheduled cleaning day and place in the bins. To maintain the freshness of your home and to prevent insect activity, we ask for your cooperation in removing your garbage and recycling regularly throughout the week. The garbage and recycling bins are located in the garage. Garbage and Recycling will be picked up from the curb on alternating Fridays. You can fill up the provided bins but they must not be overflowing.

Extra costs may be incurred if excessive amounts of garbage or recycling are left for Housekeeping to dispose of. To facilitate proper cleaning of your suite, please remove all refuse and recycling materials (glass, plastic, tin and paper) from your house on a regular basis. Garbage and Recycling will be picked up from the curb on alternating weeks.

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Water

Water

Do not let water accumulate or sit on the floor. Water can cause damage very quickly. Clean any water spills immediately. If you have a leak, report it immediately to your Guest Services Specialist. Keep the plastic shower liner inside the bathtub during a shower and leave it there until it has completely dried. There are NO floor drains in the bathrooms. There is a bath mat on the side of the tub to stand on after stepping out of the tub. Turn the overhead fan on when showering and continue to let it run until all the condensation has dissipated from the bathroom mirror.

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Toilet Issues

Toilet Issues

When flushing the toilet, hold the handle of the toilet long enough to completely clear the bowl. Please be mindful of the amount of toilet tissue used. If the toilet is clogged, use the plunger. It is placed beside the toilet in the main bathroom of your home. If the water level continues to rise, turn the water supply OFF immediately and place towels on the floor to absorb any water that flows over. The water supply valves are located behind the toilet. In most cases, using the plunger will clear blockages. If you continue to have problems, contact your Guest Services Specialist immediately. Charges may be incurred if a plumber is called and the issue was a result of guest mis-use or carelessness.